MT SecureTrade - Accounts BLOCKED

[brianmon]

I recently tried to log in to my account at Betspin, and found it had been blocked.

After contacting their support, I was told that my account had been blocked because I self-excluded at Guts, and that I’d have to contact Guts directly, to sort things out.


Quite some time ago, I asked for my account to be closed at Guts. It would have been, maybe a couple of years ago, because they were operating under EveryMatrix (one of the main reasons for closing the account).

When Betspin opened, I contacted Ben, the then Guts rep, to check that since I had closed my Guts account, everything would be ok for me to join Betspin.

He confirmed there’d be no problem joining Betspin. So I went ahead and joined

Since then I have made many deposits and withdrawals, and been verified at Betspin

So why is there suddenly a problem?

I have also found that I can no longer log in to Rizk, although no message is displayed about being blocked.


I emailed Guts support on Monday, and got an automated reply, confirming that they had received my email. It's now Thursday and I still haven't heard anything from them

Anyone else had any problems?

 

[interlog]

Yes, had this earlier this year (there is a topic about this elsewhere on the forum - quite a few members had similar problems when Rizk opened their doors).

I managed to get my deposits back from both Guts and Rizk whilst I was playing during the self excluded period (I self excluded at Betspin not for gambling problems). You may be able to do the same.

 

[b3b44]

Thats why i don't close my accounts at EM i just don't go back if i don't like it...

 

[dionysus]

I wouldn't hold your breath on a response from Yits; he's logged in only once in 5 weeks and even then only after Bryan poked him with a stick, so you might be better to direct any Qs regarding self exclusion to the Captain who is pretty much always in, or if specifically regarding BETSPIN , to Magnus

 

[interlog]

This is the topic I referred to above:

https://www.casinomeister.com/forums/threads/guts-casino-complaint.72112/?t=72112

 

[brianmon]

Yes, had this earlier this year (there is a topic about this elsewhere on the forum - quite a few members had similar problems when Rizk opened their doors).

I managed to get my deposits back from both Guts and Rizk whilst I was playing during the self excluded period (I self excluded at Betspin not for gambling problems). You may be able to do the same.

I never self-excluded at Guts though. I asked for my account to be closed.

Had I self-excluded, I doubt that Ben would have told me I was ok to join betspin, and like I say, I've made withdrawals and been verified by Betspin

 

[brianmon]

I wouldn't hold your breath on a response from Yits; he's logged in only once in 5 weeks and even then only after Bryan poked him with a stick, so you might be better to direct any Qs regarding self exclusion to the Captain who is pretty much always in.

I haven't contacted Yits or any of the reps here.

I contacted Guts Customer Support. It is they who aren't replying

 

[Tirilej]

I'm sure they will fix it for you. It's just irritating now to not be able to tell anyone to send a message to the Guts rep here.
Captain Rizk do reply and I'm sure he can contact Yits for you.

 

[interlog]

I never self-excluded at Guts though. I asked for my account to be closed.

Had I self-excluded, I doubt that Ben would have told me I was ok to join betspin, and like I say, I've made withdrawals and been verified by Betspin

That is the only reason I can think of that they would close your accounts at the other casinos. Probably an administration error on their part.

If they refuse to re-open your accounts, then if you made losses I would ask for those losses back.

 

[dionysus]

I haven't contacted Yits or any of the reps here.

I contacted Guts Customer Support. It is they who aren't replying

CS should certainly get back to you, but might be more expedient to pm Magnus/The Cap'n....like said, the Cap'n is in every day (a lot) so he should be able to help here, whereas CS might not be able.

 

[dunover]

I had a load of grief over this too, never did get my answer from Yits as to why a SE a/c at Guts was suddenly opened during the live chat at Rizk when my account there was inaccessible (yet this was denied!) when I pointed out I shouldn't have been allowed to play there if they enforced the cross-license rule. Apparently the Rizk CS could NOT activate my Guts a/c despite the remarkable coincidence it became open right when I was on live chat, having been locked out 2 minutes before when I tried during the chat.

So just closed the lot of 'em never to return.

 

[Deeplay]

Think it is really clear by now that what is needed if a person uses SE or TAB at one casino then the system should be set up so it mirrors such account closures on all names / brands under the same company with immediate effect. To say this cant be done is rubbish. Some programming needed for sure ...

it gets tricky for white labels because do they act separately or not ?

this whole SE is a mess and needs to be fixed one time for all. I wont use SE these days but do use TAB & Depo limits....

but if I TAB on one site will that cover another under the same company ? never seem to get a straight answer on that ever.

And people take breaks for any number of reasons not always gaming related. I was out of the country a short while back so
paused some of my accounts using TAB just because I dont want the risk of anyone accessing them. So it was a peace of mind thing.

They need to sort this one though for sure.

 

[Tirilej]

Think it is really clear by now that what is needed if a person uses SE or TAB at one casino then the system should be set up so it mirrors such account closures on all names / brands under the same company with immediate effect. To say this cant be done is rubbish. Some programming needed for sure ...

it gets tricky for white labels because do they act separately or not ?

this whole SE is a mess and needs to be fixed one time for all. I wont use SE these days but do use TAB & Depo limits....

but if I TAB on one site will that cover another under the same company ? never seem to get a straight answer on that ever.

And people take breaks for any number of reasons not always gaming related. I was out of the country a short while back so
paused some of my accounts using TAB just because I dont want the risk of anyone accessing them. So it was a peace of mind thing.

They need to sort this one though for sure.

This group have fixed it now so if you SE on one of them then all are closed or you can't sign up.
It's for those who closed their accounts erlier that still creates a mess obviously.

 

[dunover]

Think it is really clear by now that what is needed if a person uses SE or TAB at one casino then the system should be set up so it mirrors such account closures on all names / brands under the same company with immediate effect. To say this cant be done is rubbish. Some programming needed for sure ...

it gets tricky for white labels because do they act separately or not ?

this whole SE is a mess and needs to be fixed one time for all. I wont use SE these days but do use TAB & Depo limits....

but if I TAB on one site will that cover another under the same company ? never seem to get a straight answer on that ever.

And people take breaks for any number of reasons not always gaming related. I was out of the country a short while back so
paused some of my accounts using TAB just because I dont want the risk of anyone accessing them. So it was a peace of mind thing.

They need to sort this one though for sure.

It can be done. Bear group, with Spin genie, BGT Games, Pocket Fruity and Slingo for example. If you set a deposit limit in one, lo and behold! it's copied in all the other ones. They don't do that for TAB though, but do for SE. So yes, you're correct. It can easily be done, and there is a case-in-point

 

[vinylweatherman]

Even so, the procedures are ONLY relevant where a player specifically closes an account as a "gambling problem" related self exclusion. Other types of account closure are not "self exclusions" and are not covered by this licensing rule, hence the casinos are getting it wrong here. If they DO admit that they have locked out a player due to a self exclusion from another site, the regulations require them to refund all the deposits for failing to implement the regulation properly and preventing registration. However, where a closure at a related group has nothing to do with self exclusion, there is no obligation to refund deposits.

The UKGC expect the industry to cooperate and set up an industry wide SE database to cover all sites operating in the UK, so that SE at one would mean a total block on all others, whether related or not, at registration, not after a few deposits have been made. It will then be very costly for the industry to call every account closure a "self exclusion" as defined by the regulations, as they will be unnecessarily shutting out players from the industry, and permanently, as this is how SE is supposed to work.

 

[miksaxxx]

...

I think you should ask casinoben . He can check is account SE or, closed just normal way..

 

[brianmon]

I think you should ask casinoben . He can check is account SE or, closed just normal way..

I asked Ben last year when Betspin opened, and was told by him that there was absolutely no problem in signing up with them.

I've made many deposits and withdrawals at betspin too.
Although I only made one deposit and no withdrawals from Rizk

 

[brianmon]

Finally a reply from Guts

Hi Brian

Thank you for your message and apologies for the delayed answer

This has been looked into and rightly so, you asked for the account to be closed and not excluded. The incorrect closure method was applied at the time (exclude instead of just close). I have sorted this on Guts end, so the account remains closed here (not excluded) and as such you will be able to access your Betspin account should you contact them again

Let me know should you have any questions.

Have a great weekend!

Kind regards
Emir

Guts Customer Support



So, they self-excluded me, rather than close the account
Maybe it was the easier option for the CS agent at the time

 

[fun4all]

So, they self-excluded me, rather than close the account

I am of the opinion that is a terrible thing for whoever closed your account to have done. It could have seriously unfair ramifications for a player in the future, especially if they are from the UK. Shame on whoever did that originally at Guts, but at least it is sorted now. I would still complain to CasinoBen about that if you can (given he is at the top still in some capacity?)

 

[dionysus]

I am of the opinion that is a terrible thing for whoever closed your account to have done. It could have seriously unfair ramifications for a player in the future, especially if they are from the UK. Shame on whoever did that originally at Guts, but at least it is sorted now. I would still complain to CasinoBen about that if you can (given he is at the top still in some capacity?)

Ben's still around but his purview is outside the day-to-day casino operations.